Technical Services Analyst

As a Technical Services Analyst, you will be the first point of contact for customers reporting IT issues, delivering a professional and customer-focused support service. You will be responsible for logging and managing incidents, providing first-line technical support, and ensuring customers receive timely updates and resolutions.

Key Responsibilities

• Act as the first point of contact for customers via telephone, email, and the customer portal.
• Accurately log and categorise incidents and service requests, ensuring all relevant details are captured within the ticket management system.
• Provide first-line technical support and resolve basic IT issues at first point of contact wherever possible.
• Escalate more complex issues to the appropriate support teams, ensuring all necessary information is included.
• Proactively manage customer queries and provide regular updates on ticket progress.
• Monitor assigned tickets to ensure service levels and response times are met.
• Deliver a consistently high standard of customer service, maintaining a professional, positive, and helpful approach at all times.
• Contribute to team knowledge sharing and continuous service improvement initiatives.

This role is well suited to an individual with strong communication skills, a customer-focused mindset, and a keen interest in troubleshooting and resolving technical issues.

Skills & Experience:

• Excellent customer service skills
• Excellent written and verbal communication skills
• Interest in Technology
• Experience of the Microsoft Office suite

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.

Be yourself with us, and feel that you belong.

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation.

We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.